Member experience programs are becoming an essential part of all customer-facing organisations. They are particularly effective in member based organisations, such as superannuation funds.
There are many aspects to superannuation member experience methods, programs and activities. At the simplest level is a systematic approach to discover and improve areas where super fund members interact with a business. When all these interactions, or touchpoints, are considered collectively, we can create an overall level of satisfaction, perceived value and engagement with the fund.
Download this paper to learn about the top ten elements of a successful superannuation member experience program.
Member experience programs are popular within the superannuation industry for a good reason – they increase revenue. But in the past, only large funds had formal programs – they were big enough to make it happen, and had the staff, the budget, and the expertise to create enterprise-wide programs.
Today things are different. Changing consumer attitudes, advances in technology, cutting-edge research practices and a need to be more competitive are fostering the growth of member experience programs for super funds of any size.
MaritzCX solutions are helping clients:
- Increase member retention by 5-10%
- Increase Net Promoter Score (NPS) by 10 points
- Increase member referrals by 8x
- Reduce negative word of mouth by 60%
According to research by Gartner, 89% of all companies are now differentiating themselves on the basis of their customer experience.
Download the Beginner’s Guide for Australian Superannuation Funds—we look forward to helping you achieve the results you desire.